Call Center Software with full functionality at an affordable price
TelStar's xSELLerator Call Center is the most cost effective VoIP call center solution in the industry. xSELLerator call center offers you the necessary tools to easily track and control all aspects of your call center.
xSELLerator Call Center has endless features that will enable you to effectively manage your call center and take you to the next level.
Our call center system offers call blending capabilities that raise agent productivity to new heights. Imagine your agents handling inbound calls and outbound calls simultaneously and seamlessly. xSELLerator call center makes this a reality.
xSELLerator options
Features:
Benefits:
- Works “straight out of the box”, ensuring rapid implementation
- Integration costs are non-existent since xSELLerator’s components are inherently integrated
- Extremely robust and easy-to-use tools to handle all aspects of your contact center
- Operates without the CTI Link
- Integrated with Teleblock for optimum DNC list Compliance
- Does not require an expensive third party switch
- Completely open architecture environment
Predictive Outbound Dialing:
TelStar’s predictive dialing is based on a sophisticated dialing calculation, which takes into account many criteria, including abandonment percentage, contact ratio, average talk time, agents waiting for calls, agents in calls, and after call work. xSELLerator Call Center offers a “blended leads” feature that allows the dialer to call multiple lists simultaneously, ensuring maximum penetration of each campaign.
With self-pacing, the dialer does not need constant supervision. The dialer determines how quickly the next call should be placed by utilizing real time statistics.
Predictive Dialing Features
- Dials multiple programs simultaneously
- Individual pacing control per program
- Answering machine detection sensitivity control
- Option to leave messages on answering machines automatically
- Dials multiple lists with priority
- Query builder for easy manipulation of leads
- Blend lists/queries by weighting and time zone
- Progressive Dialing & Auto Dialing can be done at the same time on the same system
- Business-2-Business algorithm
Call Progress Analysis Removes
- No Answers
- Answering Machines (can automatically leave messages)
- Busy Signals
- Operator Intercepts (tri-tones)
- Fax Machines/Modems
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Inbound Dialing
xSELLerator Call Center system’s powerful inbound tools, such as ACD and IVR enable you to easily configure the system to suit your call center’s needs.
The IVR feature has unlimited configurations for routing calls based on the Client, DNIS, and caller touch-tone responses. With the xSELLerator Call Center IVR feature, you can create and edit call flows designed specifically for your organization.
- Serves as an auto attendant
- Allows routine inquiries and marketing information to be communicated quickly and effectively
- Provides reports on categories of calls received
- Delivers better cost-management
ACD: Automatic Call Distribution
- Skills-based routing
- Dynamic call routing
- Priority based routing
- Agent Hunt Group
- Integrated Self Service Application Builder (IVR software)
- Virtual call queue
- Service level alerts
- Recorded messages
- Comprehensive inbound call reporting
- Automated information retrieval and update
- Virtual Extensions with Agent Voice Mail
- Automated call attendant
- Touch tone control
- Play messages
- Greetings and announcements
- Advertising
- Text to speech software
Call Blending:
The Call Blending utility within xSELLerator Call Center allows the agents to move between Inbound and Outbound calls, maximizing productivity
- Eliminates idle time for inbound agents
- Makes staffing easier
- Increases outbound traffic, when inbound call volume is low
- Automatically displays caller information
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Outbound IVR
With xSELLerator Call Center avoid abandoned calls by beginning with a recording or an IVR which allows the customer to choose to be routed to a agent.
Skills-Based Routing
xSELLerator Call Center provides skills-based routing. By identifying agents' skill sets - such as foreign language skills, you can prioritize which calls go to which agents, assuring that the caller is speaking with the appropriate person.
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Transferring Capabilities
With xSELLerator Call Center agents can transfer a call internally or externally. They can easily conference to a third party and remain on the line or drop from the conference and continue taking additional calls while the other two parties remain connected. When an agent transfers internally, the caller and customer information transfer simultaneously.
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Monitoring / Coaching / Barging
With xSELLerator Call Center supervisors can monitor, coach, barge or send instant messages to the agents. The monitoring feature provides the ability to listen to an agent’s call, coaching allows the supervisor to provide feedback or direction to the agent without the customer hearing and barging allows the supervisor can take over a call to ensure quality. A supervisor can also send a text message to one agent or to all agents.
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Business-2-Business Module
Utilizing this unique and powerful xSELLerator Call Center tool companies can effectively market to businesses without repeated calls through your prospect or customer’s switchboard.
- Allows you to duplicate numbers into the calling database so that multiple entries of business contacts can be called.
- Agents can call into businesses and search a directory of related contacts within that business and conduct a survey or sales call with each individual contact.
Additionally, you can build a scheduled delay when calling multiple contacts at the same number to prevent overloading your prospect or customer’s switchboard.
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Real Time Reporting
xSELLerator Call Center enables you to evaluate inbound and outbound performance with real-time and historical reporting. With so many reporting options, you can analyze all aspects of your organization. We provide several standard reports or you can create customized reports to fit your call center needs.
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Real-time Displays
xSELLerator Call Center Real-Time Display is a valuable tool for monitoring and maintaining optimum performance and productivity. The displays include inbound queues, current status and statistics, dialer statistics, and list performance. With real-time displays, a manager can quickly identify the agents that have exceeded pre-set thresholds and quickly monitor, coach, or barge on an agent to allow for immediate corrective action and feedback.
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Appointment Scheduling Package
The appointment scheduling package is ideal for appointment setters in all types of industries, i.e. time share resorts, home improvement, mortgage, estate planning, etc. This feature is controlled by a simple interface, allowing the manager to customize schedules by the number of appointments to be scheduled for a given time frame.
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Security
xSELLerator Call Center offers multi-level security access. Each employee has a unique login and password which allows them access to areas that have been assigned to them under their employee profile. Key areas can be password protected beyond the standard login. There is a management password for predictive information, which can be accessed from any networked computer.
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